Customer Service Specialist

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

The Customer Service Specialist, part of the Local Number Portability (LNP) team, enables consumers to transfer their existing telephone number (traditional or Internet-based) from one phone service provider to another. With 8x8 Internet Phone Service, customers can request the portability service free of charge at any time during the initial order process or even after they have become an 8x8 subscriber, as long as they maintain phone service for the number they want to transfer.

As a Customer Service Specialist, you will ensure the highest level of customer satisfaction by successfully coordinating the porting of LNP projects for 8x8s larger customers and partners. You will balance a variety of responsibilities and communicate effectively across multiple groups while exemplifying 8x8 core values.

Responsibilities

Effectively coordinate, track and complete multiple porting projects with zero downtime for our customers

Serve as a liaison between our providers, Virtual Contact Center Provisioning, partners, and end users for porting requests

Work closely with 8x8's underlying local exchange carriers (LEC) and international carriers to facilitate phone number transfers

Monitor port requests from inception to completion

Enable ported telephone numbers

Assist with Virtual Contact Center Provisioning activities and duties as needed

Troubleshoot and resolve escalations from customers, sales, and other support teams through phone, chat, cases, and/or e-mails

Assist with training duties

Qualifications

Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.

2-3 years of experience in a Customer Support/Customer Service role

Customer Service Management (CRM) systems and knowledge management solutions expertise

Proficient with a client facing role

Ability to work across teams and across all levels of the organization

Familiar with telecommunications terms and infrastructure

Interpersonal skills and character to build trust and maintain credibility

Expertise in managing and tracking databases using MS Excel

Understanding of basic billing concepts

Excellent written and spoken English language skills

Work Arrangement

Hybrid — 2 days in-office per week. Schedule: Monday–Friday, 12:00 AM – 9:00 AM (Philippines time).

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

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